Infosys

ITIL Consultant (CISNGE)

Posted On

April 4, 2024

Location

Bangalore, Karnataka

Experience Level

2 - 7 Years Exp.

Job Type

Permanent

Apply By

June 30, 2024

Job Description

Responsibilities: TIL Certified with wealth of experience in Monitoring Systems for Incidents, Service Now Tool for Ticketing, Major Incident Management & Troubleshooting as per L1 Activities i.e. Terminal Connectivity, Memory Issue & Server OS. • Hands-on experience in planning & building IT Infrastructure at enterprise scale involving selection of appropriate technology & products, negotiating with vendors, finalizing Service Level Agreements, outsourcing tasks & directing timely completion of projects. • Merit of performance fine tuning and reporting to L2 and L3 support team for advanced troubleshooting, identity, and access management & L1 Virtual Machine Management. • Wealth of expertise in providing detailed Root Cause Analysis (RCA) documentation to Problem Management & attending RCA meetings with customer to determine root cause of incidents, SLA infractions & primary ownership of any resulting action. • Problem solve with a passion for technology; skilled in grasping the big picture, conceptualizing, developing & implementing solutions and partnering closely with business leaders & stakeholders. • Incident Ticket’s, attending bridges which means answering issues (handling & escalating issues) to full time employees which included information pass, technical skills/courteous in call. Interpret well & get the work done. As team travel to national/international/domestic use server-customer impacted. • Once an issue is resolved Conducted PIA-Post Incident Analysis to check whether the same was useful or not. Measuring whether the same solutions are helpful or not for the clients • AIR- After Incident Reporting: Identifying the delay in time/defect in architecture & providing resolution for same • AO- Avoid Outrage Report: Engaged in actions taken/recommendations provide to team & resolved issues to avoid in future. Identifying which team could do best so as to recommend the actions to avoid the cause in future. Educational Requirements Bachelor of Engineering Additional Responsibities: Create Knowledge Based Articles: For application/Infrastructure related issues, identifying and creating KB articles so that issues resolution could be achieved at an early stage. • Drive delivery of projects to ensure service objectives are achieved with respect to the scope, budget, timeline & quality expectations through defined governance and gating processes. • Plan & execute new projects/applications and introducing / rolling out into production environment. • Ensure the complete KA/KT while taking transfer / transition of new service from onsite to offshore which includes scoping, hiring, travel readiness, infrastructure procurement, connectivity testing, boot camp, KA/KT, knowledge base creation, operations manual/SOP creation, agreement on SLA/KPI, and so on. • Administer the availability & overall performance of services; driving continuous improvement plan within service to improve overall quality, automate & standardize processes, incorporate best practices . Work closely with internal business/support functions to ensure effective delivery to service. • Engage in planning, scheduling & managing onsite knowledge transitions & offshore KA/KT for new projects Technical and Professional Requirements: Primary skills:ITIL,ITIL->Change Management,ITIL->Incident Management,ITIL->Problem Management

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